Senior Debt & Revenue Protection Officer - Liverpool

Centrica plc; Canterbury; On-site; GBP 32,000 - 39,000; Full time

Benefits offered by this job

Company car or car allowance

Job summary

British Gas, part of Centrica plc, is hiring a Senior Debt & Revenue Protection Officer to join a field-based team covering the Liverpool area. You will visit customer premises to investigate energy debt, welfare concerns and metering irregularities, balance customer welfare with commercial goals, and ensure safety and compliance in every interaction.

You will assess individual circumstances, identify vulnerabilities, and deliver appropriate sustainable resolutions, while maintaining high

Qualifications

• Experience in energy or utility sector preferred.
• Strong communication and listening skills.
• Ability to assess evidence and make sound decisions.
• Empathetic approach to customers in challenging circumstances.

Responsibilities

• Visit customer premises to investigate debt, welfare concerns, and metering irregularities.
• Assess customer circumstances, identify vulnerabilities and agree sustainable resolutions.
• Identify and address safety or metering concerns, including meter inspections when qualified.
• Document energy consumption and support correct billing and account management.
• Discuss outstanding balances and suitable payment or smart metering options.
• Communicate difficult messages with empathy, negotiate balanced outcomes, escalate complaints when needed.
• Work safely and independently in the field, adhering to policies and regulations.

Skills

Empathy

Communication

Investigation

Problem-solving

Independent in field

Job description

Join us, be part of more. We’re so much more than an energy company. We’re a family of brands revolutionising how we power the planet. We're energisers. One team of 21,000 colleagues that's energising a greener, fairer future by creating an energy system that doesn’t rely on fossil fuels whilst living our powerful commitment to igniting positive change in our communities. Here, you can find more purpose, more passion, and more potential. That’s why working here is #MoreThanACareer. We do energy differently - we do it all. We make it, store it, move it, sell it, and mend it.

About your team: At British Gas, our mission is to sell it and mend it. We’ve been powering the UK’s homes and businesses for over 200 years – but supplying energy is just part of what we do. We’re making the UK greener and more energy efficient, getting closer to Net Zero. By using clever tech like thermostats, heat pumps, solar panels and EV chargers, we’re making it cheaper and easier for our customers to reduce their carbon-footprint.

Senior Debt & Revenue Protection Officer

We’re looking for a Senior Debt & Revenue Protection Officer to join our field based team supporting residential and business customers across the Liverpool area. This is a varied and rewarding role where you'll take ownership of customer visits, investigate potential energy theft, identify welfare concerns, and support customers in finding sustainable solutions to energy debt. You'll play a vital role in protecting both our customers and our business while ensuring safety remains at the heart of every interaction. Working independently in the field, you'll assess customer circumstances, identify vulnerabilities, investigate metering irregularities, and deliver the most appropriate outcome based on each individual's situation. You'll be trusted to make decisions that balance customer welfare, compliance, safety and commercial outcomes, using your judgement to deliver the right resolution first time.

Salary & Benefits

• Salary: £35,036 basic salary + quarterly bonus of up to 16% of salary
• Location: Field based role covering Carlisle
• Company Vehicle: Company car or car allowance provided
• Driving Requirement: Full UK Driving License required

What you’ll be responsible for

• Visiting customer premises to investigate debt, welfare concerns, suspected energy theft and metering irregularities.
• Assessing each customer's circumstances, identifying vulnerabilities and agreeing the most appropriate sustainable resolution.
• Identifying and making safe immediate welfare, safety or metering concerns, including meter inspections and associated work where qualified and authorised.
• Completing energy consumption assessments, recording accurate customer information and supporting correct billing and ongoing account management.
• Discussing outstanding balances and suitable payment, smart metering and payment solutions where appropriate.
• Communicating difficult messages with empathy and respect, negotiating balanced outcomes, and managing or escalating first-stage complaints.
• Using your training and judgement to work safely, independently and de-escalate challenging situations.
• Ensuring every interaction complies with company policies, industry regulations and revenue protection guidance.

What we’re looking for

• Experience within the energy industry, with a strong understanding of customer, technical and commercial processes.
• Knowledge of energy theft, revenue protection or related field operations, including potential gas theft and electricity abstraction.
• Excellent communication, listening and questioning skills, with the ability to adapt your approach and handle challenging conversations calmly.
• Strong empathy and a genuine desire to support customers facing challenging circumstances.
• Effective investigative and problem-solving skills, with the ability to gather facts, assess evidence and make sound decisions.
• A proactive and resilient approach, with confidence working independently in the field.

Why should you apply?

We’re not a perfect place – but we’re a people place. Our priority is supporting all of the different realities our people face. Life is about so much more than work. We get it. That’s why we’ve designed our total rewards to give you the flexibility to choose what you need, when you need it, making sure that you and your family are supported not only financially, but physically and emotionally too.

Help us, help you. We would love for you to share any information about yourself throughout our recruitment process so that we can better understand you and help shape your journey.

We’re a family of brands revolutionising how we power the planet. When it comes to energy, no one does it like us. We make it, store it, move it, sell it and mend it. We’re made up of 12 different businesses, but united by our purpose as Centrica. We’re energisers. Our journey to a greener, fairer future is powered by individuals like you. Through innovative green products, intelligent energy solutions and developing smarter ways to use and save energy, we’re not just part of the energy transition, we’re leading it. Our commitment goes beyond sustainability. Together we’re bringing our collective energies to create positive change in our local communities. If you immerse yourself in our fight to change tomorrow, you might just find your why. We’re looking for people to add to our culture – not fit in with it. We're building a community where you can be unapologetically you, where differences are celebrated, and where everyone can belong. Real inclusivity also means supporting the different realities our people face. That’s why we have the UK’s best Carers Policy and are continually building our approach to flexibility and wellbeing. Of course, we love having fun too. We’re a people place after all.